Senior Customer & Market Research Analyst
| Company | HackerOne |
|---|---|
| Location | London, UK, Seattle, WA, USA, Washington, DC, USA, Austin, TX, USA |
| Salary | $119000 – $160000 |
| Type | Full-Time |
| Degrees | Bachelor’s, MBA |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in Business, Marketing, Marketing Research, Data Analytics, or a related field; MBA is a plus.
- 6+ years of experience in customer experience, Voice of Customer programs, or related roles within the cybersecurity or technology industry.
- Proven experience with Voice of Customer methodologies, customer feedback platforms, and business analytics tools (e.g., Medallia, Qualtrics, Salesforce, Intercom, Amplitude, Domo).
- Strong analytical skills with the ability to translate complex data into actionable insights.
- Excellent communication and presentation skills with the ability to influence stakeholders at all levels.
- Demonstrated ability to manage multiple projects and prioritize effectively in a fast-paced environment.
- Passion for customer advocacy and driving meaningful improvements.
Responsibilities
- Partner with Data Science to design and manage customer satisfaction measurement methodologies, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Health Score.
- Develop and implement a comprehensive customer and market research program to collect, analyze, and action customer feedback (e.g., surveys, interviews, social listening, support interactions).
- Collaborate with product, marketing, customer success, sales, and delivery teams to ensure customer insights are integrated into business strategies and product roadmaps.
- Manage feedback loops to ensure timely and effective follow-up with customers, closing the loop on key issues and sharing insights internally.
- Generate and present actionable insights and reports to leadership, highlighting trends, opportunities, and recommendations.
- Serve as an advocate for customers within the organization, fostering a customer-centric culture.
- Stay informed on industry best practices and emerging trends in VoC and customer experience methodologies.
- Partner with Data Science to ensure accurate reporting and visualization of customer insights.
Preferred Qualifications
- Experience in the cybersecurity industry or with B2B technology solutions.
- Familiarity with customer journey mapping and design thinking methodologies.
- Certification in customer experience (e.g., CCXP) is a plus.